Avensys Consulting UK
Customer Service Representative
Newcastle upon Tyne
£15.00/hr
Posted 2 days ago
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Customer Service Representative
Role: Customer Service Agent
Position Overview
- Location: Newcastle Upon Tyne
- Type: 6-Month Contract – Inside IR35
- Rate: £15 per hour (dependent on experience)
- Overtime:
- 1.5x rate applied for OT
- 2x rate applied for DT
- No. of Positions: 2
- Working Hours: 37.5 hrs a week
Key Responsibilities
- Manages inbound and outbound customer service calls, ensuring timely and professional resolution.
- Builds lasting customer relationships by addressing queries and complaints effectively.
- Database records management, ensuring accurate maintenance of customer information.
- Drafts comprehensive status reports on customer service issues.
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Core Responsibilities
- Acts as the first point of contact for Personal Loans account holders via telephone.
- Ensures customer information compliance with GDPR standards.
- Collaborates with team members to deliver exceptional customer service.
- Focuses on achieving first-outcome resolution for all customer interactions.
- Operates efficiently in a fast-paced environment while adhering to company policies.
- Maintains accurate, up-to-date customer records.
- Meets Key Performance Indicators (KPIs), including Average Handling Time.
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Requirements
Essential:
- Experience in call centre/contact centre roles.
- Prior customer service experience.
Desirable:
- Financial customer service background.
- Experience in Personal Loans servicing.
- Skilled in customer records management.
Person Specification:
- Must demonstrate teamwork and collaboration.
- Strong problem-solving skills to deliver solutions swiftly.
- Ability to work under pressure while maintaining high standards.
- Proven track record in achieving customer service KPIs.
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Skills
Call Centre Experience
Customer Service Experience
Financial Customer Service Experience
Personal Loans Service Experience
Customer Records Management
Team Player
First-Outcome Resolution
Fast-Paced Environment
Key Performance Indicators